Retention & Renewal Programs Manager (Hybrid)

Ericsson GmbH; Plano (TX); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

401(k) match

Health insurance

HSA contribution

Dental and vision coverage

Vacation + personal days

Parental leave

Employee assistance program

Job summary

Ericsson Enterprise Wireless Solutions Inc. is hiring a Retention Operations Program Manager in Boise, ID (preferred) or Plano, TX, to design and execute programs that boost retention and renewals across software and services.

You will work with Customer Success, Renewals, Sales, Operations, Finance, and Analytics to standardize processes and enable proactive risk management. The role requires a Bachelor’s degree and 5+ years in related fields, with strong program management, data

Qualifications

• Bachelor’s degree in business, Operations Management, Engineering, Data/Analytics, or related field, or equivalent practical experience.
• 5+ years in Sales Operations, Program Management, Customer Success and/or Renewal Programs in B2B tech, SaaS, or telecom.
• Experience leading cross-functional programs with measurable retention/renewal outcomes.
• Strong planning, prioritization, risk management, and stakeholder comms.
• Understanding of customer lifecycle concepts and their operational implications.
• Ability to turn data into actionable plans and align diverse stakeholders.

Responsibilities

• Lead cross-functional retention and renewal programs from design through execution.
• Document standardized retention processes, roles, and handoffs.
• Use data to identify churn risks, define metrics, and drive targeted playbooks.
• Coordinate stakeholders across CS, Renewals, Sales, Ops, Finance, Analytics.
• Support change management and training for new processes and tools.
• Review program performance and implement improvements per governance standards.

Skills

Cross-functional leadership

Data-driven decision making

Program management

Customer lifecycle knowledge

Stakeholder communication

English fluency

Education

Bachelor's degree or equivalent

Tools

Salesforce

Gainsight

Lean/Six Sigma

Job description

Ericsson Enterprise Wireless Solutions Inc. is hiring a Retention Operations Program Manager in Boise, ID (preferred) or Plano, TX, to design and execute programs that boost retention and renewals across software and services.

You will work with Customer Success, Renewals, Sales, Operations, Finance, and Analytics to standardize processes and enable proactive risk management. The role requires a Bachelor’s degree and 5+ years in related fields, with strong program management, data